I would love to have the ability to check the status of a submitted trouble ticket with Solarwinds! Too many times I have submitted a ticket only to never hear from support unless I ping them or the sales guy. All I want to know is if the ticket is being worked or what the status is. Not hearing anything doesn't cut it for me nor my management.

I still haven't heard anything on a ticket I submitted 14 days ago.....

Have you checked that case today? You received an update this morning. From reading the case history this issue was sent to Dev to investigate and reproduce. When they are done testing and have determined the status of the issue they will then update the tech who then updates the ticket. Maybe not a perfect process but it's all we have at the moment. Time on responses will vary depending on many variables. This issue is a bug and it looks like it will be addressed in the next SP.

I would agree that the ability to check the status of a ticket is an important feature. I have dealt with varies support groups and you need some way of logging the current status so that both parties aren't under the belief that they are waiting on the other.

Agreed. Despite the progress or resolution of any particular Ticket to SolarWinds, I feel it would be a nice feature to allow the opener of the ticket to access it, at least in a Read-Only format. As a customer, it is nice to see if a Ticket is in progress or has been closed, etc.

Integrating our case/ticketing system into a website (Orion web console, SolarWinds customer portal, etc.) is something we're definitely looking at, but there are several issues that will have to be addressed, so we're not able to give any timeline on when this can be accomplished.

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